ICT Associate – Gaza Response

About the role

The ICT Associate will support the ICT unit in Amman and OPT offices, delivering end‑user assistance and maintaining network and system infrastructure under the supervision of the Senior ICT Associate and Head of Resources Management.

Key responsibilities

• Provide Tier‑1 technical support, log and resolve help‑desk tickets within SLA, and escalate complex issues to Tier‑2 or Global User Support.
• Maintain and troubleshoot network devices (servers, switches, routers), install and relocate hardware, and keep inventory of software licences and equipment.
• Apply regular patches, firmware updates and configure LAN components, including wireless and security appliances.
• Support corporate applications such as MS O365 and SharePoint, and assist with first‑line support for in‑house software.
• Document ICT systems, assist with policy implementation and contribute to ICT strategy adherence.

Required profile

• University degree in Computer Science or equivalent; alternatively a high‑school diploma with five years of relevant experience.
• Minimum three years (degree holder) or five years (diploma holder) of professional experience in LAN/WAN environments and Tier‑1 desktop support.
• Experience with international agencies (UN, NGOs) is advantageous.
• Fluency in English and Arabic.

Required skills

• End‑user support and help‑desk ticketing.
• LAN/WAN networking, switches, routers and server administration (physical & virtual).
• MS Office 365, MS SharePoint.
• Patch and firmware management.
• Basic knowledge of ITIL, Azure fundamentals (AZ‑900, AZ‑104) is a plus.